What was the idea behind establishment of the one-stop shop model in RTOs?
Although our department has been providing citizen friendly services, the RTO’s basically had a counter based service mechanism where numerous counters catered to different activities like issue of license, certificates, taxes, etc. We felt we were under-utilising our manpower. So we tried to bring in ‘any service any counter’ model to provide flexibility in service delivery. In this system, one can approach a Help Desk, which gives out forms for stating nature of work and tokens for the queue. And once your turn comes, you can approach any counter for getting your work done. This is a time saving measure as we can avoid the problem of some counters getting crowded while others sit free. It also makes our staff more efficient as they are trained to handle all types of queries unlike the previous system. This model was introduced some 6-8 months back and now the services are fairly established. We have fixed the minimum number of transactions to 80 per day for each counter and the timin
